There is no denying that the tendency for most of us to use our mobile devices as our interaction platforms of preference has transformed the way we choose to interact with the world. The flip side of course is that when it comes to e-commerce, those who wish to engage us have had to accommodate our preferences for how we’d like to interact, especially the growing behavior of wish to browse and chat first and talk only when we need to do so.
Recognizing the strong preference of people with mobile devices that are in transactional mode to chat first in a secure manner from an app, and call if they have questions, Mutare has announced Secure Mobile Chat, an instant, secure gateway to call center support with just a tap on the smartphone.
The capability comes at an interesting time in the customer interaction world. Things really are speeding up. For example, the jargon in the customer interaction space has been undergoing rapid transformation. Call centers are now contact centers. Contact centers are now customer experience solutions centers. The term multichannel interaction which came into vogue in just the past few years is already being displaced by the term “omnichannel.”
In short, companies need to keep up with how customers wish to interact and transact or suffer the consequences. It is why so much attention is now being paid at the highest levels of organizations on assuring that contact centers really do cover in a compelling manner all potential customer touch points, and why the contact center is getting a much deserved makeover.
When it comes to e-commerce in particular, mobility really has changed everything. Reality is that more and more mobile consumers are attracted to the speed and convenience of virtual shopping through company branded smartphone apps. And, companies like the enhanced customer intimacy which has proven to be profitable. As Mutare points out, Walmart’s vice president of media and digital marketing reports users of their award winning app are spending 40 percent more than the average shopper.
Where the Mutare Secure Mobile Chat solution fits is enabling a company’s native mobile app to be even more customer-centric and contact center friendly.
Mutare says the benefits of Secure Mobile Chat include the elimination of contact center costs associated with telephone calls and SMS text message fees. Agents can engage in multiple chat sessions simultaneously, lowering labor costs while speeding customer access to support. In addition, the application supports two-way exchange of text and images, as well as links pushed by agents to their customers. More importantly, unlike web chat services or SMS text messaging, Secure Mobile Chat sessions are fully encrypted so sensitive information, such as financial, medical and personal data, can be securely discussed.